Customer Care & Policies

Effective from: September 2025

Welcome to Jackson’s Jewellers. This page sets out everything you need to know when shopping with us; including Terms & Conditions of Sale, Returns & Refunds, Privacy, Cookies, and Delivery Information. By purchasing from us (in-store or online), you agree to these terms.

1. Terms & Conditions of Sale

1.1 About Us

  • Trading name: Jacksons Jewellers

  • Business address: 1A Newgate Street, Morpeth, Northumberland NE61 1AL

  • Email: info@jacksonsjewellers.co.uk

  • Telephone: 0800 303 2055

  • VAT / Company registration number: GB 114046850 / 06967894

1.2 Contract Formation

  • When you place an order online or in-store, we will confirm receipt by email or written order note.

  • A legally binding contract is formed only when we send a written Order Confirmation or accept payment in full.

  • We reserve the right to refuse an order for reasonable grounds (e.g. payment not authorised, product error).

1.3 Prices & Payment

  • All prices are in GBP (£) and include UK VAT (where applicable).

  • We take reasonable care to ensure prices are correct. If a pricing error occurs, we may cancel the order before dispatch and refund you.

  • Payment must be made in full before dispatch or collection. Bespoke work may require a non-refundable payment.

1.4 Bespoke, Redesign & Heirloom Services

  • Custom, remodelled or personalised jewellery, including pieces made with customer-supplied stones or metal, is non-returnable and non-refundable unless faulty.

  • We provide a design brief or CAD/hand-drawn proof for approval before starting.

  • Any agreed payment is non-refundable once work begins.

1.5 Delivery

  • We offer insured, tracked UK delivery; a signature is required on receipt.

  • Estimated delivery times will be confirmed at checkout or during consultation.

  • International delivery is available on request; local duties/taxes are the customer’s responsibility.

  • We are not liable for delays outside our control (postal strikes, customs delays, etc.).

1.6 Title & Risk

  • Ownership of goods transfers to you once full payment is received.

  • Risk of loss or damage passes to you upon delivery.

1.7 Warranties & Aftercare

  • All new jewellery is guaranteed free from manufacturing defects for 12 months from purchase.

  • The guarantee excludes wear and tear, accidental damage, unauthorised repairs, or loss.

  • All pre-loved jewellery is sold exactly as photographed and described at the time of purchase. While we carefully inspect and describe each item, natural signs of age or previous wear are expected and form part of the item’s character.

1.8 Limitation of Liability

  • Our liability for any loss or damage is limited to the price paid for the product, except where liability cannot be limited by law (e.g. death, personal injury caused by negligence, fraud).

1.9 Governing Law

  • These Terms & Conditions are governed by the laws of England and Wales.

  • Any disputes will be subject to the exclusive jurisdiction of the English courts.

1.10 Force Majeure

  • We will not be held liable for delays or failures caused by events outside our reasonable control (e.g. natural disasters, strikes, supply chain disruption).

2. Returns & Refunds

We hope you love your jewellery. If you shop online or by phone, your order is protected by the Consumer Contracts Regulations 2013.

2.1 Online & Distance Purchases

  • You may cancel most online orders within 14 days of receiving the item.

  • Items must be returned unworn, in original condition and packaging.

  • Refunds will be processed within 14 days of us receiving the return.

  • Return postage is the customer’s responsibility unless the item is faulty or incorrect.

2.2 Exclusions

The following are non-returnable, unless faulty:

  • Bespoke, redesigned, engraved, or resized jewellery.

  • Jewellery made using customer-supplied stones or metal.

2.3 In-Store Purchases

  • In-store purchases can be exchanged or refunded within 14 days with proof of purchase, unless otherwise stated at time of sale.

  • Items must be returned unworn, in original condition and packaging.

2.4 Faulty Items

  • If an item is faulty or not as described, please notify us within 30 days of receipt for a repair, replacement, or full refund.

3. Privacy Policy

We respect your privacy and comply with the UK GDPR and Data Protection Act 2018.

3.1 Information We Collect

  • Name, contact details, billing/delivery addresses, payment details.

  • Information about orders, bespoke consultations, and repairs.

  • Website usage data via cookies (see Section 4).

3.2 How We Use Your Information

  • To process and deliver orders and after-sales services.

  • To communicate regarding your orders, appointments, or repairs.

  • For internal accounting, record-keeping, and legal compliance.

  • With consent, to send marketing emails (you may unsubscribe at any time).

3.3 Sharing Your Data

  • We never sell personal data.

  • We share only with trusted service providers (e.g. couriers, payment processors) necessary to fulfil orders.

3.4 Your Rights

You have the right to access, amend, or request deletion of your personal data.
Contact us at [insert email] for any privacy-related request.

4. Cookie Policy

We use cookies to improve your online experience.

  • Essential cookies: Enable site functionality (e.g. basket, checkout).

  • Analytics cookies: Help us understand site usage and improve services.

  • Marketing cookies: Used only with your consent to show relevant promotions.

You can adjust or disable cookies in your browser at any time.
A cookie-consent banner appears on first visit to meet PECR requirements.

5. Delivery & Shipping Information

  • All UK orders are sent via insured, tracked delivery with signature required.

  • Free UK delivery on orders over [insert amount].

  • International shipping available; customs duties/taxes payable by recipient.

  • We are not responsible for delays caused by postal/courier services or customs.

6. Customer Support

We’re here to help:

  • Email: [insert email]

  • Phone: [insert phone]

  • Store address: [insert physical address]

7. Updates to This Page

We may update these terms and policies from time to time to reflect legal or operational changes.
Latest update: [Insert date]

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